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  • #31750

    Riaz Rasul
    Member

    Can someone tell me, how to communicate the quality policy to the bottom level emplyees? A lot of auditors are asking, every employee must memorize the contents of quality policy, which I disagree. As long as everybody know, there is a quality policy and it is posted somewhere in the facility, should be acceptable.
     
    Thanks

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    #84053

    Manoj Mathur
    Participant

    Dear Riaz,
    It is not adequate what you said that employee know that there is a quality policy.
     
    Rather it should be known to every employee that what principles are wrtten in policy and how I / my department/ function is doing for achieving the Quality policy.
     
    [email protected]
     

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    #84062

    Gabriel
    Participant

    Among other tasks, I am a Quality Auditor in my comany (both internal and supplier’s).
    The requirement in our Quality System and in every Quality Management System standard I know (such as ISO 9000, QS, ISO/TS, etc.) is that the Quality Policy shuold be understood (not memotized) by all people within the organization.
    If a person ever recited me the Quality Policy by memory, I would question whether he/she understands it.
    Typical questions that every employee (from directors to front line) should be able to anwer satisfactory are:
    Do you know if your company has established a Quality Policy? A  person may know there is one but may not remember that it is called Quality Policy, so if he/she looks lost you can help saying, for example, if the company has defined, referred to quality, which way to go and how.
    Could you explain, IN YOUR OWN WORDS, the main concepts of your company’s Quality Policy? In this point, some people can get nervous because they feel they have to give “the right answer”, and some times you know the answer but words don’t come easy. In this case, if the person take the auditor to a place where the quality policy is displayed, read each point and explain in his/her own words what it means to him/her, for me it is more than acceptable. The person shows that he knows that there is a quality policy, he knows where it is displayed and he understands it.
    How does the Quality Policy and your daily work relate each other? An answer might be:”I shcedule the purchase of direct materials. It is very important that the needed materials are in the process on time to comply with the delivery dates promissed to the customers. This is in line with ‘customer satisfaction'”.
    The last one is maybe the most important question. It shows awareness, understanding and involvement. Understanding perfectly the quality policy is useless if you feel that you have nothing to do with it. Everybody have (or should have) something to do with it. If not, there would be no reason to request that the quality policy is understood by all the organization.

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    #84203

    Niranjana
    Participant

    I fully agree with Gabriel. As an auditor I expect employee involvement with quality policy. The way I confirm is that employees should be able to relate Qualit Policy of their organization with their job function. Also, it is important that Quality Policy is understood by every one by its intent not just memorizing it.
    Best regards :-)
    Niranjana

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    #84205

    Naveen Mittal
    Participant

    Hi.
    Some very good insights on the Quality Policy and how it should be treated by each employee.
    Some views of the goodness aspect of the Quality Policy:
    1. Since how long the Quality Policy has not been changed?
    2. How relevant is the Quality Policy to the purpose of the organisation?
    3. Have there been attempts at reviewing the Quality Policy and if yes, what were the triggers for this review?
    4. If the Quality Policy has been chnaged then have the changes been reflected in the Quality objectives?
    5. What are the forums for discussion on Quality Policy?
    Regards
    Naveen

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    #84207

    Peter Stapels
    Participant

    To my mind a formal quality policy sitting on the company intranet or placed onto a bulletin board is in itself not a driver of adherence to, or; change towards the quality standard the company reuqires. The written policy is a formal reflection of the quality practices and position that the organisation aspires to but is sterile if there is no education, training and interaction between management and labour which determines and initiaties practices that embrace the quality objectives of the business. It may also be interesting to reivisit terminologies such as ‘low or bottom level of an organisation.’ and view all employees as ‘parners accross the full spectrum of the company’.

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    #84209

    P. S JAWADEKAR
    Participant

    Hi Friends, Quality policy need not be learnt by heart. But it must be understood by everybody and must know how to relate his/her work with quality policy.Everybody must be able to explain the content of the policy ,not necessarily narrate word by word. In our organisation we did the following 1) Start every meeting, at all levels ,by reading quality policy. No meeting will start without reading it.2) House magazine will have permanent mention of quality policy in all the issues.3) Every magazine will have a story from the worker/ manager to explain how he/she is implementing policy in his/her work.4) All top management personnel including MD ,when address any gathering will start with the mention of quality policy and how it is benefitting the customer,in turn the co.5) Relate all improment activities,in all the functions,including finance,personneland legal to the quality policy. Quality being a journey without destination, one needs to improve on what he is doing all the time as solution to quality improvement is company specific and general solutions are not always workable. P.S JAWADEKAR. [email protected].

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    #84211

    Paul Renfrew
    Participant

    Having the Quality Policy posted and “applauded” is fine, although I would question if Deming would agree.  The MOST IMPORTANT THING from an  external auditor perspective is knowing if each and every employee “understands” the Quality from their job perspective.  If I were an auditor and an employee during questioning “spouted” the Quality Policy, my next question would be, “How does this apply to your job?”

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    #84213

    Ashish Bhattacharya
    Participant

    The Key word here is “Communicate”.As long as the auditor can feel that the policy has been communicated to various people at various levels, it should be OK

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    #84214

    n. vaidyanathan
    Participant

    yes, quality policy need not be memorised by every one in the organisation.   salient points may be highlighted during the audits.   it is expected every one in the organisation should know how he is going to contricute towards full- fillment of the policy, depending one the heirarchy he is in.   it is also expected that the quality policy is the basic from which objectives are derived. 

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    #84215

    S.P. Nanda
    Member

    In my view, it is not important that there is a Quality Policy and it is posted somewhere. What is important is that every one in the organisation understands the meaning or essence of the policy and acts accordingly. The understanding of the policy across the organisation can be achieved by having suitable awareness programmes.

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    #84216

    Amitabha Chattopadhyay
    Participant

    Neither an auditor can expect “Memorization of Quality Policy” nor what you propose can be considered as acceptable.
    What is expected is that all employees should understand the Quality Policy of the company, remember the key parts of the Quality Policy and correlate this policy with what he/she is doing.
    For this to happen, councelling is a must even upto the grass-root level (meaning Senior Management Level to Unit Level to Departmental Level to Section Level … upto grass-root level).
    Such councelling is typically initiated by Quality Group of the company followed by Management-Chain.
    Regards,
    Amitabha Chattopadhyay

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    #84217

    Peter Hansson
    Participant

    Hi, Use the policy as a vision for the future. “This is what we want to achive av a company”. Make sure that the business planning takes the policy into consideration and creates goals for the organisation leading you in the direction of your vision / policy. Goals and activities coming out of them should be discussed with all levels of employees, to make sure everybody contributes to the goal-setting and the planning of activities.
    Everybody should know what their contribution to quality assurance is. Even if as simple as “I work according to the SOPs”
    :-) Peter

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    #84218

    Vilas Chirmade
    Member

    Yes, quality policy should be known to every employee & every employee of an organization, should understand the intentions of organization/top management, about quality through Quality Policy.

    Quality Policy can be made aware by putting the statement of Quality Policy in each “Quality Manual” signed by the highest top management personality (e.g.Chairman Or Managing Director).
    Quality Policy statements can be framed nicely & should be displayed in each department.
    Quality Policy can also be given along with salary slip.
    Quality Policy can also be printed along with training material.
    Hope you may like these ways of communicating the Quality Policy.
    With warm regards
    Vilas Chirmade

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    #84219

    SALMAN
    Member

    I feel that once the quality Policy has been framed by an organization, the management should ask each and every department to discuss the policy. The quality policy should be discussed pertaining to an individual and as a department and how it would help in strengthening the company’s vision.
    Only active participation by the management will help in every employee understand the policy.

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    #84222

    vishwas watwe
    Member

    Hi Riaz,
    I feel that the people at the lowest levels in the organisation should know the quality policy if work performed by them affects the quality of product.
    The aduditee is not expected to know the policy word by word , and be able to recite it like a poem. However the should be able to explain it and how do they deploy it in their work. If about 6 to 7 emoployees out of ten do it satisfactorily, i will be a happy auditor
     
     

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    #84223

    vishwas watwe
    Member

    Hi Riaz,
    I have seen some organisations have a  practice of assembling at the start of the shift
    greet each other recite the policy as a corporate prayer and start the work This meeting should not be more than 15 minutes long. If time permits you can discuss operational problems too. This promotes the internal communication also.
    Regards
    Vishwas watwe
     

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    #84233

    Norman Kinsey
    Participant

    As a retired ISO auditor of 10 years I can advise you to make the policy statement available to all employees by some means, such as a small copy to keep over the desk, on the back of a badge or as aposter to be kept near by.
    I have always suspected any emloyee who sounded like a parrot in reciting the policy. My first question after the recitation was “How do you and your job contribute to the realization of the policy”. Quite often a blank stare follows. Each employee must know how his job affects the customer and the product s or services going to the customer. Mere mindless recitation is not good enough.
    Under the new 9001/2000 even satisfying internal customers must be addressed.
    Call me at 713-430-3143 if you need to talk at some length about this matter.Norm Kinsey

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    #84241

    V HARIHARAN IYER
    Member

    The Quality Policy should be explained to the bottom line bottom line through train classes or awareness program.They need not memorise the policy but must be aware of the relevence and importance of their activity in respect to the salient points of the policy and satisfy the auditorsif asked. Simply displaying the policy at different location will never serve the purpose. 

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    #84243

    David Prince
    Participant

    Having a Quality Policy that is communicated and understood is just the first half of the equation.  It is like a safety policy:  If I communicate a policy and you appear to understand me that is good.  But when I come back again and you  have not cleaned up your hazardous area, then understanding the policy means nothing.  I have to strictly enforce my policy or find someone who will.  People who simply “understand” my Quality Policy are part of the problem not part of the solution.

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    #84250

    Gabriel
    Participant

    How can one understand the quality policy and be aware of it if such a policy does not exist? One thing is “there is” and other thing is “it is documented and posted”.
    Even when it no longer has to be documented, ISO 9001:2000 still requires that the Top Mangaemnte shall establish a Quality Policy.
    And how do you know there is a quality policy if it is not documented? You ask the people if they know it (not as a parrot) and can link it with theire jobs.

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    #84253

    DenverBuc
    Participant

    What is the definition of a Quality Policy according to ISO 9001:2000?

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    #84262

    Gabriel
    Participant

    First. I was wrong. In ISO 9001:2000 the clause 5.3, Quality Policy, does not state that it should be documented. But the clause 4.2.1 Quality Documents, says that the QMS documentation shall include documented declarations of a Quality Policy and Quality Targets.
    Second. The definitions are in ISO 9000, not 9001. I don’t have it now and I don’t remember the exact definition.
    Third. The same clause 5.3, Quality Policy, gives clues about what a quality policy is by sayng that it sahll iclude a commitment to fullfill the requrements of the QMS and to improve its effectiveness, shall be a frame to establish and review quality targets, etc.

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    #84280

    Prof P Thareja
    Participant

     Alignment of people to synergetically furthering the objectives of the organisation is vital. When these holistic goals are policised in a documented statement, it is termed as a Quality Policy of the organisation. If the  employees have ignored the same, then the premise of aligning and synergising is belied. Hence complete and careful comprehension of various elements laid out in the quality policy is a welcome requirement. Failing which… if the auditor has caught non conformance, should one attempt to defend oneself? Memorising, without appropriate action,  is not the end point. Latter may however lead to the first.
    Thareja

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    #84284

    Juchniewicz
    Member

    The Coolest thing I’ve ever seen is having the Quality  Policy printed on the back of everyone’s ID badge.  Then have brief reviews of what it means…..when auditors ask….employees can just refer to the badge, and then can explain more about it if asked.

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    #84312

    Rajeev Chadha
    Participant

    Spend atleast 10 minutes with each employee and explain the policy, ask them try to remember key words e.g Continuous improvement, Cost effectiveness, Efficiency and Timeliness etc.
    On every alternative day ask individuals about the key words.
    Hope you will find tremendous results.
     

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    #84317

    Manoj Bhardwaj
    Participant

    Creating Value out of the Quality Policy
    It is very interesting to know that deployment of Quality Policy is not very effective unless the Leadership and middle managers feel the need of really implementing a meaningful and effective change in the way people look at Total Quality.It will take a rather lot of effort to make use of the Quality Policy after it has been formulated, signed, framed and hanged (till death!)
    Manoj

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    #84322

    Pandwe J Lubamba
    Participant

    Hi, Riaz.
    I believe that all employees in the company must understand the quality policy as it is the purpose for the company’s existence.  The top management who are rsponsible for directing the team must be involved in formulating the poilcy and therefore must know the entire contents of the policy at least in their own words.
    The lower level employees must be familiar with the policy.  At our company I summarised our 3 paragraph quality policy into a 3 line paragraph which is easy to memorise.  The emphasis is the company’s business goal and understanding of the word quality.
    I hope this was useful to you.
    Regards,
    Pandwe J Lubamba.

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    #84327

    krs khinchi
    Participant

    Hi Riaz!
    One way of communicating quality policy is to distribute pocket- purse, having Quality Policy statement in an in-built plastic cover, to all concerned. It is not necessary to learn the policy word by word but one should learn the key elements and the same can be explained with the help of the Quality Policy Purse, when asked. In addition these purses will be useful to keep money etc., as usual.
    Regards
    KRS Khinchi

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    #84328

    Rajeev Arora
    Participant

    Quality policy is the root of your quality system. If the root is strong and understood, the system will be strong. It is more than a showpiece. It is like a pledge a student takes every morning in school. Quality policy can be communicated in many different ways such as display at strategic locations and training to employees. You are not supposed to memorize the policy but you must know the intent of your organization’s quality policy as well as how you are contributing to it.

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    #84330

    Talaid
    Participant

    Every function depatment will establish the quality objective according the company policy, the most important for the employee is to understand and take action to achieve the function quality objectives.
    This is my first leaving message here, wish you all can direct me, I am a young SQE(Supplier Quality Engineer) in our company, I know there are still many things need to learn, and long way to go.
     

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    #84352

    Jose Trujillo Gonzalez
    Participant

    We had very good experience giving continuos trainning in small groups where the manager explains the policy and ask for it to its employees, and also posting the quality policy in the restrooms.

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    #84425

    B.SATHISH KUMAR
    Participant

    I fully agree that the quality policy need not mugged by all employees. But just a display is also not right. All employees should know the spirit behind the quality policy and should be able to explain the contents in their own words.
    Regards

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    #84566

    chhabra
    Participant

    How would the employee remembering or refering the Quality Policy help????

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    #84569

    Mike Carnell
    Participant

    Vishwas,
    Interesting comment at the end “……And I will be a happy auditor.”
    The objective of the organization is compliance with a requirement. Your objective should be a fair evaluation to the requirement that is accurate and precise (when you accepted the position of auditor you accepted responsibility as a measurement system for compliance). What does your MSA look like (bias, linearity, stability, repeatability & reproducibility) so we may be happy auditees?
    Just a hint – your happiness should not be your customers concern. Yes, the auditee is your customer.
     

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    #84570

    Mike Carnell
    Participant

    Prof,
    Even though your post, by position should be in response to n. vadyanathan’s it seem as irrelevant as it is pure pontification (a lot of alliteration). I assume it is in resopnse to the initial post. Assuming that – your question:
    “Failing which… if the auditor has caught non conformance, should one attempt to defend oneself? “
    Does not make sense. The person who posted does not (and should not coincidently) feel they were caught in a non conformance. Given that, what is all the rest of the stuff infront of it supposed to do?
    Your last comment: “Latter may however lead to the first.” It also may not. So what is the point (again)?
    I really do hope your students (who are your customers) are at least given the respect of you listening to them and providing relevant answers as opposed to looking for an opportunity to demonstrate your enlightenment (or not).
    Good luck.

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    #84571

    Mike Carnell
    Participant

    Riaz,
    As an initial position, why would I want my people to be able to recite the quality policy and not be able to recite every other “policy.” The terminology between documents ie policies, procedures, forms, etc. is to determine a hierarchy. If I set aside the quality policy as the only one worthy of memorization then I really need to communicate that to the organization by changing the documentation structure to indicate there is a level higher than a policy and the one around quality is the only one allowed to occupy that position. Seems a pretty ignorant and short sighted position. 
    The company vision is meant to be the universal compass for the company. Given that, if I were looking for a measure of “constancy of purpose,” as Deming would call it, I would think it would be around the vision not the quality policy. Policies should support the vision so the supposition is to understand the policy I need to understand the vision (as well as the strategies). It would seem more advantageous to make sure everyone understood the vision precisely and how any relevant policy supported it. If ISO chooses to call itself a Quality Management System then it needs to accept responsibility for the quality of the entire organization which extends beyond the conventional boundaries of the quality organization.
    This may be getting a little old but since it is relevant – who cares. Blooms Taxonomy is an adult learning model. The lowest level of learning is the one the auditors are looking for. It would seem the simplest way to get out from under the “demonstrate compliance to my interpretation of the requirement” would be to create a scale around Blooms Taxonomy that could be applied to anything the organization deems critical to its function and baseline each piece of the organization to the scale. Hold each silo manager responsible to improving their position in terms of average and standard deviation. If that doesn’t satisfy the auditor, throw them out and get another one. You hired them as a measurement system. If you need a CMM and they send you a ruler – send it back (and don’t wait for the end of the audit – call them on it on the spot. Stop the audit. Stop the check and get their boss on the phone – if you wait until the end you will look like you are whining rather than defending a position).
    An auditor is supposed to look for two things: 1. adequacy 2. compliance The first discussion is around your system – not their interpretation – and why you are doing what you are doing to meet the requirements of the specification. The second discussion is around how well you do what you are claiming is your system. Most auditors do not understand the first point.
    Good luck.

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    #116073

    grover
    Participant

    An auditor came for an audit in my company and says that your quality policy has not signed off by the Managing director, he then raise a non-conformance at this point. Is the action of the auditor is correct?? to me its not, quality policy needs not to be signed off by the MD. What you think….??
    Regards,
    Naveen
     

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    #116075

    Iain Hastings
    Participant

    The ISO 9001:2000 requirement states as part of para 5.1
    “Top management shall provide evidence of its commitment to the development and implementation of the quality management system and continually improving its effectiveness by…
    …b) establishing the quality policy”
    Additionally, in Para 4.2.1
    “The quality management system shall include:
    a) documented statements of a quality policy and objectives”
    And in Para 4.2.3
    “Documents required by the quality management system shall be controlled….
    A documented procedure shall be established to define the controls needed
    a) to approve documents for adequacy prior to use”
     
    So getting back to the point. Does ISO require that the MD  sign the policy? Not specifically. The auditor should not be demanding that the MD sign the quality policy and I would be surprised if this was the reason for the nonconformance. I was not there but I would suspect that the auditor was looking for evidence that the Top Management group had been involved in the setting, documenting and releasing the quality policy. If evidence was not available then…

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    #136417

    Badr Bin Sayeed
    Participant

    To devise, implement and maintain a quality management system is an entire team work, and team is not limited to management or middle management people. Team starts from the top notch (CEO / MD) to the last person down the line. Now it’s upto the management, how the groups to work for QMS are formed. It should be the blend of people from all the levels. This will greatly help the people down the line understand the essence of QMS.
    Thanks
    Badr  

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